임상간호사의 직무 스트레스, 감정노동 및 이직의도

Abstract

본 연구의 목적은 간호사의 직무 스트레스와 감정노동 및 이직의도와의 관계를 파악하기 위한 것으로 이직의도를 낮추는 방안을 모색하기 위한 기초자료로 이용하고자 한다. 연구대상은 서울 소재 300 ∼1,000병상의 4개 의료기관에서 근무하는 간호사 227명이며, 연구도구는 구미옥, 김매자(1985)가 개발하고 주진희(2009)가 구성타당도를 검증한 직무 스트레스 도구와, 감정노동 측정도구는 Morris & Feldman(1996)의 연구를 기초로 만들어진 도구를 김민주(1998)가 번역한 도구를 사용하였고, 이직의도 측정도구는 Slavitt, Stamps, Piedmont, Hasse(1978)가 개발하고 주진희(2009)가 구성타당도를 검증한 이직의도 도구를 이용해 측정하였다. 자료수집기간은 2012년 3월 20일부터 3월 30일까지였으며 자료 분석은 SPSS(PASW). V.18로 분석하였으며 t-test, F-test(ANOVA)와 사후검증으로 Duncan�s Multiple Range test, Pearson�s Correlation Coefficient 및 Multiple regression을 이용하였다.

본 연구의 결과는 다음과 같다.

1) 간호사의 직무 스트레스 점수는 평균 3.93점으로 중정도 이상의 스트레스가 있었으며, 영역별로는 의사와의 갈등 영역이 4.25로 가장 높았고, 다음은 환자와 보호자 관계영역(4.21), 근무표(4.13), 간호업무(4.10), 역할갈등(3.85)순으로 나타났다. 2) 간호사의 감정노동 점수는 평균 3.75로 보통이상의 점수를 보였으며, 하위영역 중 감정표현의 주의성 영역이 3.98로 가장 높았고, 감정노동의 빈도 영역이 3.85, 가장 낮은 것은 감정의 부조화(3.26) 영역이었다. 3) 간호사의 이직의도 점수는 평균 3.30으로 보통이상의 이직의도를 가지고 있으며, �종종 이 병원을 그만두고 싶은 생각이 든다.�가 4.01로 가장 높게 나타났고, 조만간 새 직장을 찾아 나설 생각이다.�가 3.26으로 높게 나타났다. 4) 직무 스트레스, 감정노동과 이직의도 간의 관계는 이직의도와 직무 스트레스 전체는 r=.395로 유의한 정상관 관계를 보였으며, 이직의도와 근무표에서 가장 높은 정상관 관계를 보였고(r=.423), 나머지 영역에서는 r=.107~.423의 범위를 보였다. 5) 이직의도와 감정노동은 높은 정상관 관계가 나타났으며(r=.734), 이직의도와 감정노동 영역에서는 감정의 부조화(r=.734), 감정노동의 빈도(r=.611), 감정표현의 주의성(r=.471) 순으로 높은 정상관 관계를 보였다. 6) 대상자의 일반적 특성 및 직무관련 특성과 이직의도 간의 관계는 간호직 만족도에서만 유의한 상관관계가 있는 것으로 나타났으며(r=-.240), 간호직에 만족할수록 이직의도는 낮았다. 7) 직무 스트레스와 감정노동이 이직의도에 미치는 영향을 살펴본 결과 감정의 부조화(�=.574), 감정노동의 빈도(�=.210), 간호사 대우(�=.115) 순으로 영향을 미치는 것으로 나타났으며 이에 대한 설명력은 58.7%였다.

결론적으로 직무 스트레스가 높고 감정노동이 높을수록 이직의도가 높은 것으로 나타나 병원조직 관리에 있어 직무 스트레스와 감정노동 등의 부정적인 영향을 관리할 수 있는 경영전략 및 감성경영 프로그램을 도입하여 직원들에 대한 감정지원을 제공하고 스트레스 등의 부정적인 감정을 표출시킬 수 있는 기회를 제공할 필요가 있다.|The purpose of this study was to identify the relationship between job stress, emotional labor, and turnover intent of clinical nurses. The study aimed to use the finding as the foundation data for seeking a measure to lower the turnover intent. The subjects of the study were 227 nurses who are currently working at 4 medical institutions in Seoul with 300 to 1,000 beds. Used research tools are job stress tool, which is developed by Mi Ok Ku and Mae Ja Kim(1985), and verified its construct validity by Jin Hee Ju(2009). For emotional labor measurement tool, the tool that was developed based on the research of Morris & Feldman(1996), and translated by Min Ju Kim(1998). In order to measure the turnover intent, the turnover intent measurement tool that was developed by Slavitt, Stamps, Piedmont & Hasse(2009) and verified by Jin Hee Ju(2009) was used. The Data was collected from March 20, 2012 to March 30, 2012. Data analysis was done with SPSS Win. v.18. t-test and F-test(ANOVA) were used for the perceptions of variables according to general characteristics. In addition, Duncanʹs Multiple Range test and Pearsonʹs Correlation Coefficient were used for post-hoc test.

The results of this study are as follow:

1) Nurses� job stress score was 3.93 in average indicating existence of stress. Among domains of job stress, conflict with physicians was the highest with the score of 4.25, relationship with patients and guardian was 4.21, scheduling was 4.13, nursing service was 4.10, role conflict was 3.85, personal relationship was 3.83, psychological burden was 3.82, professional knowledge was 3.61, and nurse treatment was 3.56. 2) Nurses�average score of emotional labor was 3.75, which indicates above normal score. Among subcategories,�being cautious with emotional expression�was the highest with the score of 3.98,�emotional labor frequency�was 3.85, and the lowest was �incongruity�of emotion� with 3.26. 3) Average score of nurses�turnover intent was 3.30, which indicates above normal. The highest was�Occasionally think about leaving the hospital� with the score of 4.01, and �thinking about finding a new job soon� was 3.26. 4) Relationship between job stress, emotional labor, and turnover intent showed significant positive correlation between turnover intent and job stress with r=.395, turnover intent and scheduling showed the highest positive correlation(r=.423), and other domains showed r=.107~.423 5) Turnover intent and emotional labor showed high positive correlation (r=.734). Among turnover intent and emotional labor domain, high positive correlation was showed as in order of emotional incongruity(r=.734), frequency of emotional labor(r=.611), and cautiousness of emotional expression(r=.471). 6) Relationship between the subjects� general characteristics and job related characteristics, and turnover intent only showed significant correlation in nursing satisfaction(r=-.240).The more satisfied with nursing profession, the less turnover intent showed. 7) As the result of examining effects of job stress and emotional labor on turnover intent, incongruity of emotion(�=.574), frequency of emotional labor(�=.210), and nurse treatment(�=.115) were influential as in order. Its accountability was 58.7%.

In conclusion, turnover intent was high as job stress and emotional labor increase. Therefore, hospital organization management should adopt management strategy and emotional management program in order to control negative effects and to provide emotional support. Moreover, complex and stressful emotional expression should be more intensified, and continuous education and training need to be accomplished.; The purpose of this study was to identify the relationship between job stress, emotional labor, and turnover intent of clinical nurses. The study aimed to use the finding as the foundation data for seeking a measure to lower the turnover intent. The subjects of the study were 227 nurses who are currently working at 4 medical institutions in Seoul with 300 to 1,000 beds. Used research tools are job stress tool, which is developed by Mi Ok Ku and Mae Ja Kim(1985), and verified its construct validity by Jin Hee Ju(2009). For emotional labor measurement tool, the tool that was developed based on the research of Morris & Feldman(1996), and translated by Min Ju Kim(1998). In order to measure the turnover intent, the turnover intent measurement tool that was developed by Slavitt, Stamps, Piedmont & Hasse(2009) and verified by Jin Hee Ju(2009) was used. The Data was collected from March 20, 2012 to March 30, 2012. Data analysis was done with SPSS Win. v.18. t-test and F-test(ANOVA) were used for the perceptions of variables according to general characteristics. In addition, Duncanʹs Multiple Range test and Pearsonʹs Correlation Coefficient were used for post-hoc test.

The results of this study are as follow:

1) Nurses� job stress score was 3.93 in average indicating existence of stress. Among domains of job stress, conflict with physicians was the highest with the score of 4.25, relationship with patients and guardian was 4.21, scheduling was 4.13, nursing service was 4.10, role conflict was 3.85, personal relationship was 3.83, psychological burden was 3.82, professional knowledge was 3.61, and nurse treatment was 3.56. 2) Nurses�average score of emotional labor was 3.75, which indicates above normal score. Among subcategories,�being cautious with emotional expression�was the highest with the score of 3.98,�emotional labor frequency�was 3.85, and the lowest was �incongruity�of emotion� with 3.26. 3) Average score of nurses�turnover intent was 3.30, which indicates above normal. The highest was�Occasionally think about leaving the hospital� with the score of 4.01, and �thinking about finding a new job soon� was 3.26. 4) Relationship between job stress, emotional labor, and turnover intent showed significant positive correlation between turnover intent and job stress with r=.395, turnover intent and scheduling showed the highest positive correlation(r=.423), and other domains showed r=.107~.423 5) Turnover intent and emotional labor showed high positive correlation (r=.734). Among turnover intent and emotional labor domain, high positive correlation was showed as in order of emotional incongruity(r=.734), frequency of emotional labor(r=.611), and cautiousness of emotional expression(r=.471). 6) Relationship between the subjects� general characteristics and job related characteristics, and turnover intent only showed significant correlation in nursing satisfaction(r=-.240).The more satisfied with nursing profession, the less turnover intent showed. 7) As the result of examining effects of job stress and emotional labor on turnover intent, incongruity of emotion(�=.574), frequency of emotional labor(�=.210), and nurse treatment(�=.115) were influential as in order. Its accountability was 58.7%.

In conclusion, turnover intent was high as job stress and emotional labor increase. Therefore, hospital organization management should adopt management strategy and emotional management program in order to control negative effects and to provide emotional support. Moreover, complex and stressful emotional expression should be more intensified, and continuous education and training need to be accomplished.